Bizarre Hotel Guest Requests (and How to Handle Them)

From demanding a meal after the kitchen is closed to requesting a room change because the feng shui isn’t quite right, most hotels deal with challenging guest requests on a daily basis. But we bet most requests pale in comparison to the following real-life examples…

We’ve scoured the internet for some truly bizarre guest requests that were actually granted. Read on to find out how far above and beyond some properties will go for their guests—and how your property can too.

Celebrity Requests

Apparently rock star Don Henley has his bed follow him by truck wherever he goes. When staying at the Brown Palace Hotel in Denver, Colorado, he requested that his bed be moved into his hotel room. He then later asked for it to be removed as the hotel bed turned out to be plenty comfortable enough after all. Sure, why not? Moving large beds in and out of hotel rooms is a piece of cake!

You often hear of celebrities complaining about their lack of privacy, but it seems some complain when they get too much of it too. The staff at Tides Inn in Irvington, Virginia, were trying to respect an unnamed celebrity guest’s privacy, but after three days of giving the special guest space and refraining from asking for autographs and photos, they were asked by the guest’s assistant to drum up some fanfare. The hotel’s concierge organized staff into three groups—one to request autographs, one to request photos, and one to learn all they could about the Very Important Person in order to gush about their past roles, award wins and charity involvement. Perhaps it’s really the staff at Tides Inn that deserve an Oscar?

Spanish artist, Salvador Dalí (1904 – 1989) once requested a small herd of sheep be sent to his hotel room at Le Meurice in Paris so he could shoot at them with a pistol filled with blanks. The mind simply boggles.

Requests for Animals

Thankfully not quite as disturbing as shooting at sheep, the following animal requests go way beyond a bowl of water and dog treats.

Twenty pounds of ice was requested for penguins staying at the Seaport Boston. The penguins were traveling as part of the Boston Globe Travel Show—and staying in a hotel room bathtub. Of course.

The concierge team at the Fairmont Copley Plaza, also in Boston, sourced a large egg incubator for a guest’s ostrich egg! At least it might come in handy for other guests traveling with ostrich eggs…

A guest requested the Hotel Plaza Athénée in Paris to find two lion cubs for their daughter’s birthday party. (Miniature ponies are so passé.)

Requests for Special Occasions

It’s not just birthday parties that warrant special attention… Just four hours before her wedding, a bride staying at the Hotel Vintage Park in Seattle asked hotel staff to have her wedding dress dry cleaned as she had only just realized she got it dirty celebrating out on the town the night before. The hotel concierge managed the urgent feat just in time, meeting the bride at the wedding venue with the freshly cleaned dress. Phew!

The concierge team at the Sofitel Chicago Magnificent Mile staged an early Christmas for a couple staying in December, right before the husband shipped out for military service. The wife sent gifts and tree ornaments in advance, and the concierge team set up a real tree in the guests’ room, decorated it, hung the stockings and wrapped the presents—all ready for the guests’ arrival. Awwwww.

Upon-Arrival Requests

Speaking of in-room items requested for guest arrival, photos of famous people are popular. Staff at the Huntley Hotel in Santa Monica, California, filled a couple’s room with photos of Jeff Goldblum, as requested. The satisfied guests arrived to find framed photos of the star on the desk, in the bathroom and beside the bed.

A woman staying at the Hotel Indigo in San Antonio, Texas, for a boring work conference thought she might spice up her stay by requesting a photo of Nicolas Cage from Con Air. Hotel staff happily complied, placing the framed photo beside the bed with a note that said, “Sweet dreams!”

Pillow forts are another popular request made by bored guests. Staff at the Fairmont Winnipeg left a DIY fort kit in the room of a guest who made such a request. The W, Seattle also fulfilled a guest’s request for a pillow fort—along with a towel folded into the shape of an elephant and a picture of fruit on the night table. Yes, a picture of fruit.

Particularly Narcissistic Requests

While many of the previously mentioned requests are undeniably narcissistic to a degree, the following requests really take the cake.

A guest at The Savoy, London, apparently thought they were Cleopatra reincarnated and asked for a bathtub of wild goat’s milk to bathe in. Another indulgent bath was requested by a guest staying at The Ritz (also in London) who wanted to bathe in fresh seawater. Hotel staff had to bring the seawater all the way from Brighton, 56 miles away. Is there something wrong with London’s tap water?

An Australian couple planning their wedding at the Towers of the Waldorf Astoria New York requested near life-size statues of themselves—made of chocolate. The Waldorf’s pastry chef stepped up to the challenge. Working from photos and communicating with the couple by email, it took several months to create a likeness that met the guests’ satisfaction. For the Waldorf’s sake, we hope these guests were as sweet as their statues.

Granting Your Own Guests’ Special Requests

Thankfully, such extravagant requests are uncommon, but going above and beyond for your guests is the best way to earn their loyalty and advocacy.

While the practical side of fulfilling unusual guest requests (like finding lion cubs or creating chocolate copies of guests) can be complicated, the administrative side doesn’t have to be. With the right systems in place, all kinds of requests can be logged and tracked efficiently for quick resolution that leads to satisfied guests.

A modern property management system (PMS) features a range of practical tools to help ensure no request goes unaddressed.

Reservation reminders and alarms that can be attached to guest folios or set as daily reminders help staff keep on top of all time-sensitive tasks—whether it’s to call that ostrich farm about an egg incubator as soon as their office opens, or to send someone to fetch some goat milk in time for a guest’s bath.

A modern PMS will include an integrated housekeeping report too, allowing notes and/or alarms to be attached to individual units to help both housekeeping staff and front desk personnel keep up with in-room requests, from extra pillows to full-blown pillow forts.

Fulfilling guest requests, especially extravagant ones, can come with additional costs that are passed on to the guest. A PMS with point-of-sale functionality greatly simplifies invoicing (and accounting), allowing you to set up miscellaneous products and services, apply a cost, and easily add these incidental charges to reservation folios.

Some properties use hotel/guest communication management solutions like Nuvola and Zenya that provide guests with a convenient way to communicate with the property and make requests. Designed to personalize the guest experience and more effectively meet individual needs, these solutions streamline guest communications, tracking requests in real time and simultaneously coordinating all action items. When your PMS is directly integrated with guest engagement solutions like this, the administrative side of tracking and managing requests and tasks becomes fully automated for maximum efficiency and guest satisfaction.

In the hospitality industry, customer satisfaction is paramount. We think the above-mentioned properties—who handled such bizarre guest requests with grace and aplomb—are at the top of their game. Backed by a modern PMS, your property too will be equipped to manage all kinds of requests, increasing customer satisfaction and winning the loyalty of even the most demanding guests (whether you want to or not!).

Five Make or Break Moments in the Guest Experience

People will forget what you said, people will forget what you did, but people will never forget how you made them feel. When working to create an exceptional guest experience, hoteliers would do well to remember Maya Angelou’s wise words. A seamless holiday full of five-star amenities can be overshadowed by one poor interaction with staff. On the other hand, a well dealt-with crisis can earn loyalty for life. It’s all about how your guests are left feeling when they walk away.

You’ll have dozens of interactions with a guest throughout their stay. They’re all important for leaving a good impression, but some are more critical than others. Here are five make or break moments you should be prepared for:

Booking

The booking experience is the first major make or break moment in the customer journey. It sets the tone and expectations for the rest of the stay, so it needs to be a good one. Most reservations today are made online, making a quick and seamless booking process the key to success at this juncture.

The first step is to ensure your online booking engine is user-friendly. It should be integrated directly into your website, with a prominent “book now” button and easy-to-use availability search feature. Upon booking, a confirmation message should be immediately displayed, with a confirmation email automatically sent. Your guests should be left with no doubt that their reservation went through.

Check-in

Check-in is likely the first in-person interaction a guest will have at your property, which makes it an important make or break moment. A warm greeting is, of course, necessary for making the guest feel welcome and appreciated, but they are also looking for a smooth and expedient check-in experience. They’ve likely spent the day traveling and are excited to get settled and start their holiday. Make your check-in process more efficient by equipping staff with the right technology, and more personable by finding friendly and resourceful front-desk staff.

Guest requests

Simple requests made throughout a guest’s stay provide key moments that could make or break their experience. Whether it’s asking for a toothbrush to be brought to their room, a taxi to be called, or a reservation to be made at a local restaurant, a gracious and expedient response will ensure your guests are left with an excellent impression. Establish a system for handling these requests and tracking tasks, so your staff never drops the ball and leaves a guest feeling frustrated and forgotten.

Unexpected issues

No matter how prepared you and your staff are, problems will arise. Miscommunication may lead to double booking, credit card issues will occasionally interrupt a check-in, and other unforeseen crises will pop up. The key to navigating these moments and maintaining an excellent guest experience is to address the problem quickly and compassionately. Have a go-to strategy for dealing with unexpected issues and be sure to express your sincerest apologies for any inconveniences experienced.

Casual interactions

Your staff interacts with guests frequently throughout their stay. Those small, casual interactions can be just as crucial to ensuring guest satisfaction as the higher-stakes moments. The little things count. Make sure your guests are always met with a warm hello and a smile. Creating a convivial atmosphere will leave your guests feeling uplifted and appreciated.

Guest satisfaction is the name of the game in the hospitality industry. Make sure you’re ready for these key moments, so you make (not break) their experience at your property.

Hotel Amenities: What Today’s Guests Look For When Booking Accommodation

To win the business and loyalty of guests, hoteliers have always needed to offer more than a simple place to sleep. Whether it was valet parking, room service, or an on-site spa, hotels relied on extra amenities to appeal to customers. And that hasn’t changed. In fact, now that people can find and compare accommodation so easily on the internet, guests are more discerning than ever. You need to provide quality features and services if you want to stand out from the competition and give customers a reason to return.

Just like guest expectations for communication and decor have changed over the years, their expectations for amenities have evolved as well. Here are a few things guests are looking for today:

Free WiFi

When it comes to booking accommodation, the most sought-after amenity is free, high-speed internet. Today’s travelers are incredibly reliant on their phones (and other mobile devices) to research activities, plan itineraries, and keep in touch with friends and family. If you don’t offer complimentary WiFi, guests will likely keep looking for a property that does.

Complimentary breakfast

Whether it’s a traveler on business or a family on vacation, people like the comfort of knowing the first meal of the day is taken care of. So consider offering complimentary breakfast for your guests. It won’t go unappreciated; After WiFi, free breakfast is ranked the second most important amenity by travelers.

Luxury in-room essentials

It’s the little details that make a guest’s stay feel luxurious.  When it comes to in-room amenities, that means ensuring things like linens and toiletries are of the highest quality. Swap out polyester sheets for high-thread-count cotton, and equip rooms with soft, over-sized bath towels. When stocking the bathroom, choose high-end hair products and artisanal soaps. Your guests will leave feeling pampered and excited to return.

Mini-fridge

Mini-bars are on their way out. They’re expensive to monitor and maintain, and often go unused by guests. Many hotels are opting to equip rooms with an empty mini-fridge instead. Hotelier’s don’t have to worry about stocking or tracking the use, and guests can bring in snacks and beverages they’ve purchased elsewhere. It’s a solution that makes everyone a winner.

Flexible food options

Like mini-fridges, room-service is being reconsidered by many hoteliers. In its stead, some properties are opting to provide grab-and-go food options in their lobby, giving guests the flexibility and convenience they desire. They can pick up a burrito on their way out the door, or take a salad back to their room to enjoy in comfort. And as an added bonus, this cafeteria-style approach minimizes costs for you.

Streaming services

In-room entertainment is still a big priority for travelers. Guests want access to TV facilities (especially millennials), but pay-per-view movies aren’t going to cut it anymore. Most guests have a subscription to one streaming platform or another, and they want to continue watching their favorite television shows while traveling. Consider installing smart TVs that allow guests to connect their devices and access their own content.

Shared spaces

A recent trend that we’ve blogged about before is the millennial-led demand for shared-living spaces. Travelers today are prioritizing experiences and looking to socialize. Creating versatile spaces where guests can work, read a book, and mingle, will help foster the environment this new generation of travelers is seeking.

Amenities matter. They’re what elevate the customer experience from good to excellent. Make sure you’re doing everything you can to win your customers’ bookings and earn their loyalty.